INTERNATIONAL MH FLEX TRAVEL PROTECTION - Malaysia Airlines
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INTERNATIONAL MH FLEX TRAVEL PROTECTION Policy Wording - Effective 22 June 2020
TABLE OF CONTENTS
International Master Policy Wording ......................................................................................................... 3
Introduction ...................................................................................................................................................... 3
- About The Available Covers ................................................................................................................................................... 3
- Geographical Area Insured .............................................................................................................................................3
- Your Policy And Premium ..................................................................................................................................................3
- Contact Us………………………………………………………………………………………………………………………..3
Table Of Benefits ........................................................................................................................................ 4
About This Policy Wording ......................................................................................................................... 5
- How To Take Out Your Policy .................................................................................................................................... 5
- Who Is Your Insurer ..................................................................................................................................................... 5
- Who Is Cover-More ................................................................................................................................................... 5
- Jurisdiction And Choice of Law .......................................................................................................................................5
- Change Of Contact/ Personal Details……………………………………………………………………………………………..5
- Notice Of Cancellation……………………………………………………………………………………………………………….5
Important Matters ............................................................................................................................................ 5
- Who Is Eligible For This Policy? ..........................................................................................................................................5
- Your Duty Of Disclosure ............................................................................................................................................ 5
- Your Period Of Cover ................................................................................................................................................................ 5
- Safeguarding Your Luggage And Personal Effects ......................................................................................................5
- Pre-existing Medical Conditions ......................................................................................................................................5
- Notice Of Trust Or Assignment ................................................................................................................................. 6
- Limit Of Benefit Payable ....................................................................................................................................................6
- Sanction Limitation And Exclusion Clause…………………………………………………………………………………………6
Words With Special Meanings ........................................................................................................................... 7
Policy Benefits ........................................................................................................................................... 9
General Exclusions Applicable To All Sections ............................................................................................12
Claims ..................................................................................................................................................................... 14
- Claims Processing ..................................................................................................................................................................... 14
- How To Make A Claim .................................................................................................................................................... 14
- You Must Not Admit Fault or Liability ............................................................................................................................ 14
- Exclusions .................................................................................................................................................................................... 14
- Claims Are Payable In Malaysia Ringgit To You ........................................................................................................................... 14
- Fraud ........................................................................................................................................................................................... 14
- You Must Help Us To Recover Any Money We Have Paid ......................................................................................... 14
- If You Can Claim From Anyone Else, We Will Only Make Up The Difference ........................................................ 14
- Other Insurance......................................................................................................................................................................... 14
Customer Satisfaction ..................................................................................................................................................... 14
Procedure For Complaint To OFS .......................................................................................................................... 15
Procedure For Complaint To BNM LINK ........................................................................................................................ 15
Arbitration ......................................................................................................................................................................... 15
Data, data protection obligations and rights (PDPA) ..................................................................................... 15
Contact Details ............................................................................................................................ Back Cover
2GEOGRAPHICAL AREA INSURED
INTERNATIONAL MASTER
You will only be covered for worldwide except sanction
POLICY WORDING countries.
This Policy Wording, which serves to disclose the Cuba, Iran, Iraq, North Korea, Palestine, Syria or Ukraine;
terms & conditions of the MH Flex Travel Protection
Policy issued by Etiqa General Insurance Berhad YOUR POLICY AND PREMIUM
(197001000276) with Assistance Services provided by This is a special programme by Malaysia Airlines Berhad
Cover-More. offered to all MH Flex customers. As a MH Flex customer
To understand the significant features, benefits and you are entitled to this policy with no premium charge to
risks of this policy we advise that you read the you.
following: This policy sets out the cover we are able to provide you
• “TABLE OF BENEFITS” with. You need to decide if the benefit limits, type and
level of cover are appropriate for you and will cover your
• “IMPORTANT MATTERS”
potential loss.
This contains important information on your duty of
disclosure, extension of your policy, when you can CONTACT US
choose your own doctor and when you should
If you have any queries, want further information about
contact us concerning 24 hour medical assistance, the policy or want to confirm a transaction or policy
hospitalisation or medical evacuation. cancellation
• “WORDS WITH SPECIAL MEANINGS” General Enquiries
• “POLICY BENEFITS” Office Hours Mon - Fri, 09:00-17:30 (Singapore time)
This sets out what “We Will Pay” as well as what “We
Call 800 6011 458 or +60 3 2263 5710
Will Not Pay” for each benefit.
E-mail: MHinsure-sales@covermore.com.sg
• “GENERAL EXCLUSIONS APPLICABLE TO ALL
SECTIONS” Claims Enquiries
• “CLAIMS” Office Hours Mon - Fri, 09:00-17:30 (Singapore time)
These set our certain obligations that you and we Call 800 6011 459 or +60 3 2263 5711
have. If you do not meet them we may be able to
E-mail: MHinsure-claims@covermore.com.sg
refuse to pay a claim.
24 Hour Emergency Assistance Call 800 6011 459 or
+60 3 2263 5711 (Reverse call for those outside Singapore).
INTRODUCTION
ABOUT THE AVAILABLE COVERS
• International Travel Personal Accident
Provides cover for one journey only to the
geographical area, up to a maximum of 30 days.
Individual Coverage
Cover under this policy applies only to you.
3TABLE OF BENEFITS
This is only a summary of the benefits and amounts payable for each plan. Please read the Policy Benefits section carefully for
the complete details of “We Will Pay” and “We Will Not Pay” which apply. Importantly, please note that exclusions and limits do
apply to the cover and these are set out in the Policy Wording.
The limits displayed in the Table of Benefits are shown in Singapore Dollar (SGD), and limits are offered per insured person.
INTERNATIONAL PLAN
TRAVEL INSURANCE BENEFITS
(In SGD) MH FLEX TRAVEL PROTECTION
1 Repatriation of Mortal Remains Up to 1,600
2 Accidental Death & Permanent Disablement Up to 30,000
3 Luggage & Personal Effects Up to 130
Up to 130
4 Luggage Delay
65 per 5 hours
Up to 130
5 Travel Delay
65 per 5 hours
6 24 Hour Travel Assistance Included
7 24 Hour Medical Assistance Included
Note:
1. Emergency assistance is available through our 24-Hour Emergency Assistance toll free on telephone number 800 6011 459 or +60 3 2263 5711
(Reverse call for those outside Singapore).
2. Please refer to the policy contract for further details of the above benefits.
4ABOUT THIS POLICY WORDING IMPORTANT MATTERS
This Policy Wording sets out the cover provided and Under your policy there are rights and responsibilities,
the terms, conditions and exclusions which apply. You which you and we have. You must READ THIS POLICY IN
need to read it carefully to make sure you understand FULL for more details, but here are some you should be
it and that it meets your needs. In particular, read the aware of.
Important Matters. WHO IS ELIGIBLE FOR THIS POLICY?
This Policy Wording, together with the Certificate of
This policy is available for MH Travel customers who are
Insurance and any written endorsements written by us
citizens; or residents of Singapore; or person travelling
together make up your contract with the Insurer. Please
through Singapore; or transiting through a Singapore
retain these documents in a safe place.
Airport whose International journey starts in Singapore
WHO IS YOUR INSURER and ends in Singapore.
This Travel Insurance is underwritten by Etiqa General YOUR DUTY OF DISCLOSURE
Insurance Berhad (9557-T) (the Insurer) of Dataran Before commencing this contract of insurance, you have
Maybank, No 1 Jalan Maarof, 59000 Kuala Lumpur, a duty to disclose to us the information we need to enable
Malaysia and is referred to as “we”, “our” and “us” in this us to decide whether and on what terms your proposal for
Policy Wording. The Insurer will settle all claims under this insurance is acceptable. You must:
policy.
• Disclose every matter that you know, or could reasonably
WHO IS COVER-MORE? be expected to know;
Cover-More is a global travel assistance company • Give us honest and complete answers;
whose subsidiary company is Cover-More Asia Pte. • Disclose any information that is relevant to our
Ltd. Suite 2A-23-2. Block 2A, Level 23, Plaza Sentral, decision whether to accept the risk of the insurance
Jalan Stesen Sentral 5, KL Sentral, 50470 KL, Malaysia and if so, on what terms;
and has been appointed by us to administer all • You have the same duty to disclose those matters to us
emergency assistance services and benefits of this before you apply to extend or vary this contract of travel
insurance. You may contact them in an emergency 24 insurance.
hours a day, 7 days a week. Contact details are shown
This policy will be void in the event of misrepresentation,
on the last page of the Policy Wording.
misdescription, non-disclosure or concealment of any
JURISDICTION AND CHOICE OF LAW material circumstances, such as but not limited to your
health conditions, your country of residence, and your
This policy shall be governed by and interpreted in
destination. We may be entitled to avoid or reduce our
accordance with the laws of Republic Singapore. liability under the contract in respect of a claim.
YOUR PERIOD OF COVER
CHANGE OF CONTACT/ PERSONAL DETAILS
In case of any changes to your contact details, • Cover begins when you leave your home to go directly
please inform us immediately. to the airport to commence your journey.
• Cover ends when you return to your home, or on the date
NOTICE OF CANCELLATION of return up to a maximum of 30 days, whichever happens
The Cover More must inform the customer that: first.
• the policy can be cancelled by the customer at • Certain benefits contain limitations on their period of
any time by giving a written notice to the Cover cover, this is explained in the policy benefits section of
More; and this document.
• upon cancellation, the customer is entitled to a
refund of the premium. SAFEGUARDING YOUR LUGGAGE AND
PERSONAL EFFECTS
You must take all reasonable precautions to safeguard
your luggage and personal effects. If you leave your
luggage and personal effects unsupervised in a public
place, we will not pay your claim for those items.
For a definition of “unsupervised”, “public place” and
“luggage and personal effects” please see “WORDS WITH
SPECIAL MEANINGS”.
PRE-EXISTING MEDICAL CONDITIONS
Pre-existing medical conditions are not covered under
this policy (see “GENERAL EXCLUSIONS APPLICABLE TO
ALL SECTIONS”). The term “pre-existing medical
condition” has a special meaning and is defined in
“WORDS WITH SPECIAL MEANINGS”.
NOTICE OF TRUST OR ASSIGNMENT
5We shall not accept or be affected by notice of any
trust or assignment or the like which relates to this
Policy.
LIMIT OF BENEFIT PAYABLE
Subject to any sub-limits which may apply the limit of
benefit payable under the plan you have. Details of all
applicable sub-limits are shown under each benefit
section, in the Table of Benefits and/or the Policy
Benefits section.
A maximum limit of liability we accept resulting from
any single claimable occurrence impacting more than
one policy or insured person will be an aggregate total
of SGD 2,000,000.
SANCTION LIMITATION AND EXCLUSION
CLAUSE
This Policy shall not provide cover and We shall not be
liable to pay any claim or provide any Benefit
hereunder to the extent that the provision of such
cover, payment of such claim, or provision of such
Benefit would expose Us to any sanction, prohibition or
restriction under the United Nations resolutions, or trade
or economic sanctions, laws or regulations of the
European Union, United Kingdom or United States of
America or any of its states, and/ or any other
applicable economic or trade sanction laws or
regulations. We may terminate this Policy with
immediate effect and shall not thereafter be required
to transact any business with You in connection with
this Policy, including but not limited to, making or
receiving any payments under this Policy.
6computers, electrical devices or portable equipment.
WORDS WITH SPECIAL However, it does not mean any business samples or
MEANINGS items that you intend to trade.
“medical advisor” means a qualified doctor of medicine or
Some words used in this Policy Wording have special
dentist registered in Singapore who is licensed and legally
meaning. When these words are used, they have the
entitled to practice medicine in the applicable field for
meaning defined below:
which services are delivered. A medical advisor cannot be
“accident/accidental/accidentally” means an related to you.
unexpected, unintended, unforeseeable event
“open water sailing” means sailing more than 10 nautical
causing Injury.
miles off any land mass.
“arises” or “arising” means directly or indirectly arising
“pair or related set of items” means a number of items of
or in any way connected with.
luggage and personal effects that belong together or
“carrier” means any bus, coach, ferry, ship, train can be used together, for example but not limited to:
(including underground train, light rail and magnetic
• A camera, lenses (attached or not), tripod and
train companies) operated by a carrier duly licensed
accessories;
from relevant government authorities for the regular
transportation of fare-paying passengers, including any • A matched or unmatched set of golf clubs, golf bag and
fixed, wing aircraft provided by a regular flight buggy (golf equipment); or
operating airline or an air charter company; and • A matched pair of earrings.
any helicopter provided and operated by an airline “pandemic” means a form of an epidemic that extends
operating only between established commercial throughout an entire continent or even the entire human
airports or licensed commercial heliports. race.
“checked in luggage” means luggage that an insured “permanent disability” means you have lost either: all
person has given over to the care of the carrier or sight in one or both eyes, the loss of hearing or speech,
other responsible party. or the use of a hand or foot at or above the
“emergency” means a sudden and unforeseen situation wrist or ankle, and the loss is for at least 12 months and in
or condition requiring immediate action, assessment or our opinion after consultation with an appropriate
treatment. medical specialist, that loss will continue indefinitely.
“epidemic” means a sudden development and rapid “personal computer” means a laptop computer, including
spreading of a contagious disease or illness in an area accessories or attachments and any hand held computer.
as documented by a recognised public health This does not include smart phones (including iPhone or
authority. Blackberry) or personal digital assistants (PDA).
“home” means the place where you normally reside in “pre-existing medical condition” means:
Singapore 1. An ongoing injury, medical or dental condition of
“hospital” means an established hospital registered which you are aware, or related complication you
under Singapore legislation/law. have, or the symptoms of which you are aware;
“injure” or “injured” or “injury” means bodily injury 2. A medical or dental condition that is currently being,
or has been investigated, or treated
caused solely and directly by violent, accidental,
visible and external means, which happens on or after by a health professional (including dentist or
the effective date of coverage and before the end chiropractor) at any time in the past, prior to policy
date, which occurs independently and does not result purchase;
from any illness, sickness or other bodily disease. 3. Any condition for which you take prescribed
medicine;
“insured person” means the person(s) whose
name(s) cover under this policy. 4. Any condition for which you have had surgery;
“journey” or “trip” means your travel during the 5. Any condition for which you see a medical specialist;
period of cover. Your journey starts from the time 6. Pregnancy
when you leave your home in Singapore to go directly This definition of pre-existing medical condition applies to
to the place you depart from, and ends when you you, your travelling companion(s), dependant(s) or any
return to your home, or when your policy ends, other person.
whichever is sooner.
“policy holder” means Malaysia Airlines Berhad
“locked storage compartment” means a boot, trunk,
“public place” means any place that the public has access
glove box, enclosed centre console, or concealed
to, including but not limited to planes, trains, taxis, buses,
cargo area of a station wagon, hatchback, van or
shops, airports, railway stations, streets, museums, galleries,
motor home.
hotel foyers and general access areas, beaches,
“luggage and personal effects” means any personal restaurants and public toilets.
items owned by you and that you take with you, or
“reasonable” means:
buy, on your journey and which are designed to be
worn or carried about with you. This includes items of • For medical or dental expenses: the standard level of
clothing, personal jewellery, golfing equipment, care given in the country you are in;
photographic and video equipment or laptop • For other expenses: the standard level of
7accommodation and travel that you have booked for
the rest of your journey or, as determined by us; or
• The actions that a reasonable person could be
expected to take in a given scenario, as determined
by us.
“resident” means:
a) a Singapore Citizen;
b) a Permanent Resident of Singapore; or
c) a holder of a Singapore Employment Pass and/or
Work Permit (which include his/her dependant(s)
residing in Singapore;
“sick”, “sickness” or “illness” means a medical
condition that is not an injury or not a pre-existing
medical condition which first occurs during your
period of cover.
“terrorism” means an act or acts, of any person or
group(s) of person, committed for political, religious,
ideological or similar purposes with the intention to
influence any government and/or to put the public, or
any section of the public, in fear. Terrorism can include,
but not be limited to, the actual use of force
or violence and/or the threat of such use. Furthermore
the perpetrators of terrorism can either be acting
alone, or on behalf of, or in connection with any
organisation(s) or governments(s).
“total disablement” means injury of a permanent
nature which solely and directly totally disables and
prevents you from attending to any business,
occupation of any and every kind or if you have no
business or occupation, from attending to your usual
duties or activities.
“unsupervised” means leaving your luggage and
personal effects:
• With a person you did not know prior to
commencing your journey; or
• Where it can be taken without your knowledge, or;
• At such a distance from you that you are unable to
prevent it being taken.
“valuables” means jewellery, watches, items made of
precious metals or precious stones, furs, leather ware/
goods, binoculars, telescopes.
“we”, “our” and “us” means the insurer of your policy,
Etiqa General Insurance Berhad (197001000276), and
where applicable to also include its Travel assistance
Service provider Cover-More.
“you” and “your” means the person(s) whose name(s)
cover under this policy
84. Permanent total loss of or use of:
POLICY BENEFITS
a) two limbs 100%
1. REPATRIATION OF MORTAL REMAINS b) one limb 50%
1.1 WE WILL PAY 5. Permanent total loss of sight in:
We will arrange and pay for the approved, reasonable a) two eyes 100%
cost of either an overseas funeral or cremation or for b) one eye 50%
the reasonable costs of repatriating your remains back
6. Permanent total loss of hearing in:
to Singapore if you die as a result of an injury or a
sickness during your journey overseas. a) both ears 100%
The maximum amount we will pay for all claims b) one ear 50%
combined under this section is shown under the table 7. Permanent total loss of speech 100%
of benefits. The maximum amount we will pay for all claims
combined under this policy section is shown under the
table of benefits for the plan that you have.
1.2 WE WILL NOT PAY
We will not pay under this section: 2.2 WE WILL NOT PAY
a) for any expenses relating to funeral services or We will not pay under this section:
cremation or bringing your remains back to a) for any event caused by any reason other than caused
Singapore unless it has been first approved by us. by injury.
b) for the transportation of your remains from b) if the incident incurred in Singapore.
Singapore to any other country.
c) if you suffer the injury or accident whilst riding a
c) for any expenses due to the insured person being motorcycle.
quarantined.
d) if you suffer your injury or accident whilst riding a You must check “GENERAL EXCLUSIONS APPLICABLE
motorcycle. TO ALL SECTIONS” for other reasons why we will not
You must check “GENERAL EXCLUSIONS APPLICABLE pay.
TO ALL SECTIONS” for other reasons why we will not
pay.
3. LUGGAGE AND PERSONAL EFFECTS
2. ACCIDENTAL DEATH AND DISABLEMENT 3.1 WE WILL PAY
We will pay the repair cost, or value of any luggage and
2.1 WE WILL PAY personal effects which are stolen, accidentally
We will pay the total death benefit as listed on the table damaged or permanently lost during your journey
benefits to the estate of the deceased if: within Singapore. If your claim is accepted we have the
choice of paying for the repair cost, paying you the
a) You are injured during your journey and you die
replacement value (as per an available rate obtained by
because of that injury within 30 days of the date
us) or settle you the value of the item(s) in cash allowing
that the injury occurred.
for depreciation.
b) During your journey the carrier that you are
a) You must provide receipts for your items, to justify
travelling on disappears, sinks or crashes and you
the amount of your claim. If you are unable to
are presumed dead and your body is not found
submit receipts we may be able to accept alternate
within 12 months.
proof of ownership and value for your items, as
c) The benefit will only be paid to another entity if agreed upon by us on a case by case basis.
the executor of the estate requests an
b) When calculating the amount payable we will apply
alternative in writing, with appropriate
depreciation due to age, wear and tear for each
supporting documentation unless you have
item which is more than 12 months old. The rate of
expressly nominated another beneficiary with our
depreciation is 15% of the original cost of each item
nomination form, and have received
per complete calendar year.
acknowledgement from us.
c) We will not pay more than the original purchase
d) Furthermore, if you are injured during your
price, replacement price or repair cost of any
journey, and because of the injury, you become
item, whichever amount is lower. We also have the
permanently disabled, as per the definition (see
option to repair or replace the luggage & personal
“Words with Special Meanings”) within 30 days of
effects instead of paying you.
the injury, then we will pay the amount as noted on
the table of benefits. d) The maximum amount we will pay for any item
(item limit) is:
We will pay the percentage of the appropriate capital
benefit shown below as detailed in the schedule of • SGD 130 for portable personal computers,
compensation also shown below: cameras, video cameras, golf equipment.
Schedule of Compensation Percentage of Capital • SGD 130 for any other single article.
Benefit • SGD 130 for all other unspecified items, pair or
1. Death 100% related set of items.
2. Permanent total disablement 100% e) When determining the classification of an item, we
3. Permanent and Incurable paralysis of all limbs 100% will use the item’s intended primary function as
9determined by the manufacturer. E.g. camera You must check “GENERAL EXCLUSIONS APPLICABLE
phones such as iPhone and Nokia N95 will be TO ALL SECTIONS” for other reasons why we will not
assessed as mobile phones. pay.
The maximum amount we will pay for all claims
combined under this policy section is shown under the 4. LUGGAGE DELAY
table of benefits for the plan that you have.
4.1 WE WILL PAY
3.2 WE WILL NOT PAY
We will reimburse you, for each completed 5 hour
We will not pay under this section: period, for the purchase of necessary, reasonable and
a) if you do not report the loss, theft or misplacement essential clothing and toiletries if any of your checked in
within 24 hours to the police or if applicable to luggage is delayed, mishandled, misdirected or
the airline you were travelling on when the loss, misplaced by the carrier on your journey for a period of
theft or misplacement occurred. You must prove more than 5 consecutive hours from the time of your
that you made such report by providing us with a arrival at your destination in Singapore.
written statement from whomever you reported it Your claim must contain written proof from the carrier
to. who was responsible for your delayed luggage. You
b) if your valuables, personal computer equipment, must keep and submit valid written documents in order
mobile phone, camera and/or accessories, to support your claim.
electronic devices and/or accessories are The maximum amount we will pay for all claims
transported in the cargo hold of any aircraft. combined under this policy section is shown under the
c) if the loss, theft of or damage is to bicycles or table of benefits for the plan that you have.
watercraft of any type (other than surfboard).
d) if the loss, theft or damage is to items left behind
4.2 WE WILL NOT PAY
in any hotel or motel room, aircraft, ship, train,
tram, taxi, bus or rental vehicle. We will not pay under this section:
e) if the luggage and personal effects were being sent a) if you are entitled to be reimbursed by the carrier who
unaccompanied or under a freight contract. was responsible for your delayed luggage.
f) if the loss of or damage arises from any process of b) if your luggage is delayed on the return leg of your
cleaning, repair or alteration. journey, following the flight you take that returns you
to your home.
g) if the loss of or damage arises from ordinary wear
and tear, deterioration, atmospheric or weather c) for portions of a delay that are less than 5 hours,
conditions, insects, rodents or vermin. following the initial 5 hours delay.
h) if the luggage and personal effects were left You must check “GENERAL EXCLUSIONS APPLICABLE
unsupervised in a public place. TO ALL SECTIONS” for other reasons why we will not
pay.
i) if the luggage and personal effects were left
unattended in a motor vehicle.
j) if the luggage and personal effects have an 5. TRAVEL DELAY
electrical or mechanical breakdown or
5.1 WE WILL PAY
malfunction, or cease to work without an event
We will pay for each completed 5 consecutive hour
occurring.
period if a disruption to your journey arising from
k) if the luggage and personal effects are fragile, strike/industrial action, adverse weather conditions,
brittle or an electronic component is broken or mechanical breakdown/derangement or structural
scratched – unless either: defect of the carrier you were scheduled to travel in. If
• It is the lens of spectacles, binoculars or the carrier provides alternative means of transportation
photographic or video equipment; or at no additional cost to you, which will influence and
• The breakage or scratch was caused by a crash assist continuing the scheduled journey, the alternative
involving a vehicle in which you are travelling. schedule must be accepted and any consequential
cost would not constitute a claim.
l) if you are entitled to be reimbursed by the shipping
The maximum amount we will pay for all claims
line, bus line, airline, cruise line or rail authority you
combined under this policy section is shown under the
were travelling on when the loss, theft,
table of benefits for the plan that you have.
misplacement or damage occurred. However, if
you are not reimbursed the full amount of your
claim, we will pay the difference between the 5.2 WE WILL NOT PAY
amount of your loss and what you were reimbursed, We will not pay if a disruption to your journey arises from any
up to the limit of your cover (allowing for of the following reasons:
depreciation due to age, wear and tear).
a) The insolvency of any transport, tour or accommodation
m) for loss or damage to sporting equipment whilst in provider.
use (including surfboards). b) Arising from strike or industrial action which began or was
n) for loss is relating to theft of cash or traveller’s announced before the issue date of your policy or on the
cheques. date your travel tickets or confirmation of booking was issued,
o) if you do not provide proof that you owned the whichever is later.
item and proof of its value and age. c) If you have not yet departed your home to commence
10your journey.
d) For portions of a delay that are less than 5 hours,
following the initial 5 hour delay.
e) If your claim arises directly or indirectly from an act of
terrorism or the threat or perceived threat of an act of
terrorism.
You must check “GENERAL EXCLUSIONS APPLICABLE
TO ALL SECTIONS” for other reasons why we will not
pay.
11GENERAL EXCLUSIONS opposes to having suspended or revoked license.
18. you are claiming for the cost of utilised services
APPLICABLE TO ALL SECTIONS including transport or accommodation.
WE WILL NOT PAY UNDER ANY 19. your claim arises or is in anyway related to you being
CIRCUMSTANCES IF: in control of any motorised vehicle that you do not
hold a relevant valid license for in your country of
General
residence or you are a passenger travelling in a motor
1. you do not act in a reasonable or responsible way vehicle that is in control of a
to protect yourself and your property and to avoid person that does not hold a current motor vehicle
making a claim. license valid for that country.
2. you do not do everything you can to reduce your 20. your claim arises directly or indirectly from you not
loss as much as possible. wearing appropriate protective clothing.
3. your claim arises from consequential loss of any 21. if you claim under more than one section of this
kind, including loss or lack of enjoyment. policy for the same or similar services/facilities, we
4. your claim arises directly or indirectly from, or is in will pay your claim under the section that is more
anyway related to you or your travelling financially favourable to you, but not under more
companions changing plans. than one section.
5. at the time of purchasing the policy, you were 22. your claim arises from, or is anyway related to force
aware of something that would give rise to you majeure unless the benefit specifically offers
making a claim under this policy. coverage.
6. your claim is for a loss, which is recoverable by 23. your claim arises because you are engaging in
compensation under any workers compensation mining, oil rigging, aeriel photography or handling
act or transport accident laws or by any explosive or you are engaging in any naval, military,
Government sponsored fund, plan, or medical air force, law enforcement, or civil defense service or
benefit scheme, or any other similar type operation.
legislation required to be effected by or under a
Medical
law.
24. your claim arises from, is related to, or associated
7. your claim arises from errors or omissions in your with a pre-existing medical condition.
booking arrangements or failure to obtain
25. your claim is in respect of travel booked or
relevant visa, passport or travel documents or
undertaken against the advice of any medical
overbooking by a transport operator, agent or
advisor.
provider.
26. your claim arises directly or indirectly from any
8. your claim arises because you act illegally or
metastatic or terminal prognosis that was made prior
break any government prohibition or regulation
to the policy being issued.
including visa requirements.
27. your claim arises directly or indirectly from any
9. your claim arises from a government authority
journey for the purposes of obtaining any form of
confiscating, detaining or destroying anything.
treatment overseas or any elective treatment that
10. Wilful, criminal, illegal or intentional acts, or you choose to undertake.
neglect;
28. your claim arises out of pregnancy, childbirth, related
11. Self-Inflicted Injury unless the injury result in complications or any medically assisted conception.
death: or;
29. your claim involved a hospital where you are being
12. Under the influence of, or due wholly or partly to treated for addiction to drugs or alcohol, or you are
the effect of, alcohol or drugs (other than drugs using it as a nursing, convalescent or rehabilitation
taken in accordance with the treatment place.
prescribed and directed by a Medical Practitioner
30. your claim involves the cost of medication in use at
but excluding drugs used in the treatment of
the time the journey began or the cost for maintaining
alcohol or drug addiction);
a course of treatment you were on prior to the journey.
13. Pregnancy, childbirth, miscarriage or abortion; This includes any medication lost or stolen during your
14. Human Immunodeficiency Virus (HIV), any journey or your purchase of preventative medication.
variance including Acquired Immune 31. your claim arises from or is in any way related to
Deficiency Syndrome (AIDS) and AIDS Related depression, anxiety, stress, mental or nervous
Complications (ARC); conditions including addiction or withdrawal.
15. War or any act of war, declared or undeclared; 32. your claim arises from or is any way related to
16. Ionization, radiation or contamination, by suicide or attempted suicide.
radioactivity from any nuclear waste from the 33. your claim arises from or is any way related to a
combustion of nuclear fuel or nuclear weapons sexually transmitted disease or your claim arises
materials; directly or indirectly from Human
17. No claims shall be considered or become payable Immunodeficiency Virus (HIV) infection, Acquired
for motor vehicle accident if You do not possess Immune Deficiency Syndrome (AIDS).
a valid driving license. A valid driving license shall 34. you were under the influence of, or affected by
constitute a license which is in force and shall alcohol or drugs – unless the drugs were prescribed by
include holders of LDL, PDL & CDL license as a medical advisor and taken in accordance with their
12instructions.
35. despite their advice otherwise following your call
to Cover-More, you received private hospital or
medical treatment where public funded services
or care is available or under any Reciprocal Health
Agreement between appropriate Governments.
36. your claim arises from or is related to the death
or hospitalisation of any person aged 85 years
and over, not listed on the Policy, regardless of
the country that they reside.
37. your claim arises from or is any way connected to
any elective medical, surgery or dental treatment.
38. your claim involves the cost of preventative
medication or preventative treatment including,
but not limited to, vaccination or contraception.
13unable to pay directly to service providers, we will pay
CLAIMS you unless you tell us to pay someone else in writing.
CLAIMS PROCESSING FRAUD
We endeavour to process your claim within 20 If you or anyone acting on your behalf uses dishonest
working days of us receiving a completed claim form means to obtain a claim payment under the policy for
and all necessary documentation. If we need which you do not qualify, we will not pay the benefit
additional information, a written request will be sent and we will cancel the policy. Any benefit claimed
to you within 20 working days. fraudulently and received must be paid back to us. We will
For claims purposes, evidence (original receipts) of report any acts of fraud to the local police authority.
the value of the property insured or the amount of
any loss must be kept. YOU MUST HELP US TO RECOVER ANY MONEY
WE HAVE PAID
HOW TO MAKE A CLAIM
If we have a claim against someone in relation to the
You must give us notice of your claim as soon as money we have to pay under this policy, you must do
possible by completing the claim form supplied by us everything you can to help us do that in legal
and scanning and emailing to the address shown on proceedings. If you are aware of any third party that you
the claim form. If the claim form is not fully completed or we may recover money from, you must inform us of such
by you, we cannot process your claim and we will third party.
return the form to you for completion.
IF YOU CAN CLAIM FROM ANYONE ELSE, WE
If you do not, we can reduce your claim by the amount
of prejudice we have suffered because of the delay. WILL ONLY MAKE UP THE DIFFERENCE
You must give us any information we reasonably ask If you can make a claim against someone in relation to a
for to support your claim at your expense, such as loss or expense covered under this policy and you do not
but not limited to police reports, valuations, medical get paid the full amount of your claim, we will make up the
reports, original receipts or proof of ownership. difference. You must claim from them first.
If required we may also ask you to provide us with OTHER INSURANCE
translations into English of such documents to enable
No person shall be insured under more than one travel
us to carry out our assessment of your claim.
insurance policy issued by us. In the event the Insured
You must co-operate with us at all times in relation to Person is covered under more than one such policy, we
the provision of supporting evidence and such other shall consider that person to be insured under the policy,
information as we may reasonably require. which provides the greatest amount of benefit. If at the
• For damage or permanent loss of your luggage and time of any loss, damage, or liability arising under the
personal effects, report it immediately to the police or policy there is any other insurance provided by another
appropriate authority and obtain a written notice of company covering the same loss, damage or liability, we
your report. will only pay our proportion.
• For damage or misplacement of your luggage and CUSTOMER SATISFACTION
personal effects, caused by the airline or any other
Should you have a complaint arising out of this insurance
operator or accommodation provider, report the
or our employees, authorised representatives or service
damage or misplacement to an appropriate official
providers, please contact us by post at:
and obtain a written report, including any offer of
settlement that they may make. Complaint Management Unit Etiqa General Insurance
• Submit in full, any details of any claim in writing within Berhad
30 days after the end of your journey. Level 5, Tower B, Dataran Maybank No. 1, Jalan Maarof
If your claim arises from, or is in anyway related to a 59000 Kuala Lumpur, Malaysia;
medical incident or condition affecting anyone, we will Or by telephone number 1300 13 8888 or +603 2780
request a medical certificate from the treating Doctor. 4500 (Overseas)
We may also require further medical information once
Facsimile Number: +603 2785 3093 E-mail:
we have begun assessing your claim.
cmu@etiqa.com.my
YOU MUST NOT ADMIT FAULT OR LIABILITY
We will respond to your complaint within 5 business days,
In relation to any claim under this policy you must not provided we receive all necessary information and we
admit that you are at fault, and you must not offer or have completed any investigation required. If we need
promise to pay any money, or become involved in more time, we will agree on a reasonable alternative time
litigation, without our approval. frame.
EXCLUSIONS In the unlikely event of you remaining unsatisfied with
the decision of the Insurance Company, The
When we won’t pay a claim as set out in the “WE WILL
Ombudsman for Financial Services (OFS) and BNM LINK
NOT PAY” under each section and in “GENERAL
provide alternative avenues for members of the public to
EXCLUSIONS APPLICABLE TO ALL SECTIONS” –
seek redress against unfair market practices. Procedures
these restrict coverage and benefits.
for complaints to OFS and BNM LINK are provided on this
CLAIMS ARE PAYABLE IN SINGAPORE page.
DOLLARS TO YOU
We will pay all claims in Singapore Dollars. If we are
14PROCEDURE FOR COMPLAINT TO OFS The costs of the reference and of the award shall be at
the discretion of the arbitrator, arbitrators or umpire
The Ombudsman for Financial Services (OFS) may
making the award. It is hereby expressly stipulated and
be contacted by you, in the event that you are
declared that it shall be condition precedent to any
dissatisfied with the decision of the Insurance
right of action or suit upon this policy that the award by
Company to a dispute, or the Insurance Company’s
such arbitrator, arbitrators or umpire of the amount of
failure to respond to a complaint within sixty (60)
benefit if disputed, shall be first obtained.
days. The OFS contact details are as follows:
Email : enquiry@ofs.org.my Fax : 603-2272 1577
Postal address : Chief Executive Officer, DATA, DATA PROTECTION
Ombudsman for Financial Services OBLIGATIONS AND RIGHTS (PDPA)
Level 14, Main Block,
We shall be able to process Personal Data according to
Menara Takaful Malaysia, the section 4 of the Personal Data Protection Act 2010.
No.4, Jalan Sultan Sulaiman, 50000, Kuala Lumpur. We shall be able to disclose Personal Data provided by
Alternatively, you may file the dispute in person at the you, as the context may require to:
OFS office. a) Etiqa Life Insurance Berhad, Etiqa Family Takaful
The OFS must be contacted within six (6) months Berhad, Etiqa General Insurance Berhad, Etiqa
from the date of the final decision from the Insurance General Takaful Berhad, Etiqa Life International (L)
Company to the dispute or after sixty (60) calendar Ltd or Etiqa Offshore Insurance (L) Ltd;
days from the date of your dispute was first referred b) Other entities within the Maybank Group;
to the Insurance Company in respect of which no c) Our authorized agents and service providers with
response has been received from the Insurance whom we have contractual agreements for some of
Company. our functions, service and activities;
d) Other Insurance or Takaful companies and
For further details on the OFS, please obtain the distribution partners (such as, banks, Islamic banks,
information pamphlets from the Insurance Company Insurance brokers, Takaful brokers, re- Insurance
or visit the OFS website at www.ofs.org.my. companies and re-Takaful operator);
Engagement of the OFS is subject to the terms of e) Industry trade associations such as Life Insurance
reference pursuant to section 126 of the Financial Association of Malaysia (LIAM), Persatuan Insurans
Services Act 2013. Contacting the OFS does not Am Malaysia (PIAM) and Malaysian Takaful
affect your right to take legal action against Insurance Association (MTA);
Company should they be dissatisfied with the f) Our merchants and strategic partners;
outcome by the OFS. g) Any parties authorized by you (from time to time); or
PROCEDURE FOR COMPLAINT TO BNM LINK h) Enforcement regulatory and governmental agencies
as permitted or required by law, authorized by any
If you are not satisfied with the conduct of the
order of court or to meet obligations to regulatory
Insurance Company, you may write to BNM LINK, giving
authorities.
details of the complaint, the name of Insurance
Company and policy number or the claim number. You will keep us updated in respect of all such Personal
Data as soon as is practicable.
Copies of the correspondence (if any) between you
and the Insurance Company may be sent to facilitate We shall not be liable for any direct or indirect loss or
tracing the case file kept by the Insurance Company. damage due to any inaccuracy or incompleteness in the
Personal Data provided to us.
The contact details are as follows:
We may from time to time request that you provide other
Director
Personal Data required for the purposes of this Policy.
Jabatan LINK dan Pejabat Wilayah
Prior to providing us with the Personal Data of an insured
Bank Negara Malaysia person, or another individual, you must inform that
P.O. Box 10922, 50929 Kuala Lumpur individual of our privacy notice.
Telephone Number: 1-300-88-5465 For detailed privacy notice on how we collect, use,
Facsimile Number: 03-2174 1515 process, protect and disclose Personal Data, please visit
our branches, contact Etiqa Oneline at 1300 13 8888, or
Email: bnmtelelink@bnm.gov.my
refer to our website at www.etiqa.com.my.
ARBITRATION
All differences arising out of the policy shall be referred
to the decision of an arbitrator to be appointed in
writing by the parties in difference or if they cannot
agree upon a single arbitrator to the decision of two
arbitrators, one to be appointed
in writing by each of the parties or, in the case the
arbitrators do not agree, of an umpire appointed in
writing by the arbitrators before entering upon the
reference. The umpire shall sit with the arbitrators and
preside at their meetings.
15CONTACT DETAILS
MHINSURE
24 HOUR CLAIMS ENQUIRIES
Office Hour Mon to Fri, 9:00 to 17:30 (Singapore time)
MHinsure Claims Department
Toll Free: 800 6011 458 or +603 2263 5710 (Reverse call for those outside Singapore)
Email: MHinsure-claims@covermore.com.sg
24 HOUR EMERGENCY ASSISTANCE
MHinsure Assistance Department
Toll Free: 800 6011 458 or +603 2263 5710 (Reverse call for those outside Singapore)
GENERAL ENQUIRIES
Office Hour Mon to Fri, 9:00 to 17:30 (Singapore time)
MHinsure General Enquiries Department
Toll Free: 800 6011 458 or +603 2263 5710 (Reverse call for those outside Singapore)
Email: MHinsure-sales@covermore.com.sg
MYCM_P001_Singapore_MH Flex_Int
Assistance services are arranged and managed by Cover-More, a subsidiary company
of the Cover-More Group. This insurance is underwritten by Etiqa General Insurance
Berhad (197001000276)
(Licensed under Financial Services Act 2013 and regulated by Bank Negara Malaysia
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